Product Manager, Customer Identity & Access Management (CIAM)

IDEXX•Westbrook, ME

About The Position

The Customer Identity & Access Management (CIAM) Product Manager owns customer identity as a shared enterprise product, responsible for translating CIAM strategy and security architecture into clear roadmaps, prioritized backlogs, and delivered capabilities across IDEXX’s customer-facing platforms. This role balances platform stability and operational support with long-term CIAM capability and security maturation, recognizing CIAM as a mission critical shared enterprise service. This role sits within the Enterprise Customer Experience Systems organization and partners closely with Product, Engineering, Platform, and Information Security teams. The CIAM Product Manager works in close collaboration with the CIAM Security Architecture Lead within Information Security to ensure CIAM capabilities are delivered consistently, securely, and with a strong focus on customer and administrator experience. The role is product management–led, with deep engagement in requirements, workflows, and systems analysis to ensure identity services scale effectively across multiple products and customer types In This Role, You Will.. CIAM Product Ownership & Roadmap Management Own and balance the CIAM product roadmap across operational stability, enterprise initiatives, and longer-term security and capability maturation aligned with enterprise CIAM strategy Define product vision, goals, and success metrics for CIAM as a shared platform capability Prioritize initiatives based on customer impact, business value, and delivery feasibility Requirements & Systems Analysis Translate CIAM architecture and strategy into epics, features, user stories, and acceptance criteria Analyze and define end-to-end customer, administrator, and internal workflows related to authentication, access, and onboarding Document functional and non-functional requirements, dependencies, and system interactions Customer & Administrator Experience Enablement Partner with UX and Product teams to deliver a cohesive customer identity experience across products Define requirements for customer self-service, customer administrator workflows, and internal support processes Balance usability, consistency, and scalability while aligning with established security architecture standards Cross-Product Delivery & Coordination Act as the primary CIAM intake and prioritization point for enterprise initiatives that depend on CIAM Assess CIAM capacity, sequencing risks, and operational impacts for enterprise initiatives, and proactively communicate constraints and tradeoffs to stakeholders Coordinate CIAM delivery across multiple product, platform, and engineering teams Manage dependencies, sequencing, and delivery risks across shared services and consuming applications Facilitate alignment between Customer Experience, Product, Engineering, and Information Security stakeholders Platform Adoption & Standardization Drive adoption of CIAM capabilities through standard integration patterns and documented best practices Support product teams during CIAM onboarding and integration including active consultation, issue resolution, and post-integration stabilization Capture feedback to inform backlog refinement and continuous improvement Operational Readiness & Lifecycle Management Partner with platform and operations teams on release planning and change management Own day-to-day CIAM operational prioritization, including production support, monitoring, defect remediation and reliability improvements from a product and process perspective. Track and report on CIAM product metrics related to adoption, reliability, and customer experience

Requirements

6+ years of experience in Product Management, including ownership of platform or shared services products
Experience translating technical architectures into actionable product roadmaps and backlogs
Strong background in requirements gathering, workflow analysis, and systems thinking
Proven ability to coordinate delivery across multiple teams and stakeholders
Excellent communication skills with technical and non-technical audiences

Nice To Haves

Experience working with CIAM, IAM, or identity-adjacent platforms
Familiarity with identity concepts such as SSO, MFA, federation, and role-based access
Experience supporting SaaS platforms or enterprise shared services
Experience working in regulated or high-availability environments
Strong documentation and process-mapping skills

Responsibilities

CIAM Product Ownership & Roadmap Management Own and balance the CIAM product roadmap across operational stability, enterprise initiatives, and longer-term security and capability maturation aligned with enterprise CIAM strategy
Define product vision, goals, and success metrics for CIAM as a shared platform capability
Prioritize initiatives based on customer impact, business value, and delivery feasibility Requirements & Systems Analysis Translate CIAM architecture and strategy into epics, features, user stories, and acceptance criteria
Analyze and define end-to-end customer, administrator, and internal workflows related to authentication, access, and onboarding
Document functional and non-functional requirements, dependencies, and system interactions Customer & Administrator Experience Enablement Partner with UX and Product teams to deliver a cohesive customer identity experience across products
Define requirements for customer self-service, customer administrator workflows, and internal support processes
Balance usability, consistency, and scalability while aligning with established security architecture standards Cross-Product Delivery & Coordination Act as the primary CIAM intake and prioritization point for enterprise initiatives that depend on CIAM
Assess CIAM capacity, sequencing risks, and operational impacts for enterprise initiatives, and proactively communicate constraints and tradeoffs to stakeholders
Coordinate CIAM delivery across multiple product, platform, and engineering teams
Manage dependencies, sequencing, and delivery risks across shared services and consuming applications
Facilitate alignment between Customer Experience, Product, Engineering, and Information Security stakeholders Platform Adoption & Standardization Drive adoption of CIAM capabilities through standard integration patterns and documented best practices
Support product teams during CIAM onboarding and integration including active consultation, issue resolution, and post-integration stabilization
Capture feedback to inform backlog refinement and continuous improvement Operational Readiness & Lifecycle Management Partner with platform and operations teams on release planning and change management
Own day-to-day CIAM operational prioritization, including production support, monitoring, defect remediation and reliability improvements from a product and process perspective.
Track and report on CIAM product metrics related to adoption, reliability, and customer experience